E-Surveys/Tools April 19, 2012

1. E-Surveys/ToolsApril 19, 2012

2. About E-Surveys

3. The Data Collection Process It really scans • Scanning the QR Code with the FREE RedLaser app on your smartphone. 2. Clicking on a link or typing in a URL. QR codes/URLs can be used on receipts, email marketing, store signage, vinyl clings at deli case, etc.

4. E-Survey

5. Finalized Report Fully customizable survey dashboard and the ability to brand with company colors.

6. Other opportunities with E-Surveys: Customers – Find out what they really think! • Customer Satisfaction Surveys • Replacing comment cards • Department feedback • Membership feedback Management – Consolidates your data. No more Excel! • Store visitation reports and checklists • Internal audits • Operational audits • Incident reports • HR documentation, tracking and compliance. Employees – Gives them a voice! • Employee Satisfaction Surveys • Employee training • Additional benefit research

7. Survey Results and Reporting Results – • Survey results are sent to any email address automatically. • Results are in real-time. Reporting – • Over 40 statistical reports are available including, trending over time reports, geographic reports, comparative reports and a full company overview. • Reports are fully customizable. • Reports are in real-time utilizing completed surveys.

8. Sherlock is HS Brands International’s software system. It allows you to login and see completed surveys and run reports using historical data from previous customer satisfaction surveys.

9. Logging in to the system • Once on the login page, click “Client Login.” • Enter client name, your username and password that was previously sent to you. • If you do not know your username and password, contact your Client Service Manager.

10. Client Home Navigational tools and Customized Dashboards. Reports: Access to all reporting functions. Locations: View all locations plus average survey scores. Shop Logs: Access to all completed surveys, PDF capabilities and email. View Form: View your survey. My Account: View and modify login details.

11. Reports Home All reports are categorized by type. i.e. Location reports, survey reports, trending and graph reports, etc. Choose the survey from the main dropdown menu at the top that you wish to run reports on. Access all reports from this screen. 3. Choose a report from a dropdown menu, then click “Go.”

12. Company Overview Report 1. Choose date range. 2. Under show, choose subdivisions or stores. 3. Under display options, hide lines with no evaluations and exclude deactivated stores to show only lines with data. 4. Click “Full View.”

13. Company Overview Results • The Company Overview Report allows client managers to generate reports on every company subdivision within the company's structure.

14. Quick Ranking Report 1. Choose date range. 3. Choose an option from the drop down menu for the report to rank on. i.e. evaluation score or a sectional score. 3. Click “Full view.”

15. Quick Ranking Results • This report allows a manager to rank their locations in relation to one another. • You can click on “S2,”“S3,” etc. to rank locations by section heading. • Clicking on “Average Score” ranks each location from high to low on their average score.

16. Survey Summary Report Choose date range. Check off boxes depending on what you want the report to showcase. Click “Full view.”

17. Survey Summary Results • The Survey Summary Report shows you the percentage of time a question is answered “yes” versus “no.” • Turn positive percentages green and negative percentages red.

18. Action Item Manager (AIM) Upper level management creates an action plan using issues from multiple forms. DMs / RMs / Upper level Mgmt Create Action plan Location managers are responsible for completing plan.

19. Action Item Manager (AIM) Upper level view • Upper level managers choose items to address in the plan. • They can choose from P&P that you have pre-loaded in the system, or they write in their own solutions. • Assign due dates and email action plan to lower level manager.

20. Location level view Action Item Manager (AIM) • Store Manager opens email link or logs into the system to see action plan. • They comment back to upper level manager, assign tasks to their own team with due dates and check off completed tasks. • Once action plan is completed, store manager submits the action plan as completed.

21. Manager Action Plan (MAP) Store Manager initiates Action Plan based on an actionable item from a single survey. DMs / RMs / Upper level Mgmt. Create Action Plan Location managers are responsible for submitting the plan.

22. Manager Action Plan (MAP) Location manager clicks on the link within the mystery shop or survey. The link takes them to a page where they begin to map out their plan. Reward positive issues or fix negative issues, pull data in from pre loaded P&P or write a solution themselves and assign a due date for themselves. They submit this to upper level manager for approval, edits or comments.

23. Partial Client List • Vans • RideMakerz • Jiffy Lube • Friendly’s Ice Cream • Coca-Cola • America’s Best Cleaners • Z-pizza • Tedeschi’s • Regal Cinemas • GNC • Olympia Sports • Quiznos • Spencer Gifts • Cartier • Showcase Cinemas *Left column clients use E-Forms.

24. ContactTom Mills, CEO of HS Brands Internationaltom.mills@hsbrands.com800-723-1150 Extension 114